Golazzo Casino - Выигрыш игрока был конфискован.

Well, on August 30, 2026, I won a large win on my bet slip. I also had an active bonus for a small amount, and due to the fact that the casino has very greedy games that eat up deposits, I decided to cancel the bonus to be able to withdraw my winnings. Of course, the casino sent me information about a requested withdrawal, which I have attached to this message. To this day, I haven't received my winnings, so out of curiosity, I decided to check the status of the requested withdrawal at the casino. I was disappointed because the amount was canceled, leaving me with only PLN 80. I contacted the chat to inquire about what happened to my winnings, but the chat representative replied that according to their regulations, I canceled the bonus, so my winnings were invalidated. I should mention that this winnings were not bonus balance, but real balance funds. Now I feel cheated by the casino because I play in many casinos where I can easily withdraw them. Cancel bonuses and withdraw real funds. Please help.

o otóż 30.08.2026 trafiłam w kuponie dużą wygraną.miałam też aktywny bonus na niewielkie pieniadze a w zwiazku z tym ze w kasynie są bardzo pazerne gry ktore zjadają depozyty postanowiłam anulować bonus by mieć możliwość wypłaty środków wygranych.oczywiscie kasyno wysłało mi informację o zleconej wypłacie środków gdzie załączam jako załącznik do tej wiadomości.do dnia dzisiejszego nie otrzymalam mojej wygranej więc postanowiłam z ciekawości sprawdzic w kasynie status zleconej wypłaty i tu rozczarowanie bo kwota została anulowana i pozostawili mi do dyspozycji jedynie 80 zł.skontaktiwałam sie z czatem w celu uzyskania informacji co stało z moją wygraną po czym Pan na czacie odpisał że zgodnie z ich regulaminem anulowałam bonus więc moje wygrane zostały unieważnione.nadmienię że ta wygrana nie była saldem bonusowym tylko jako środki w saldzie realnym.czuję sie teraz oszukana przez kasyno bo w niejednym kasynie gram gdzie mogę bez problemu anulować bonusy i wypłacać realne środki. Proszę o pomoc

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golazzo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please provide screenshots from your player's account showing when you deposited, when you placed your winning bets, when your bonus was credited, and when it was canceled? If not all information is visible, kindly try to better describe the timeline of these events.
• Is your player's account verified?
• Could you please specify which bonus you have activated and played?
• Send emails, chat transcripts, or other supporting evidence to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I've sent you all the information you requested. I just want to add that while I had an active bonus, I had my own deposit while playing at the casino. I used it to play games, and it was while playing with real money that I won the winning ticket. So, I didn't touch a penny of my bonus balance, and they took the money, claiming it was a bonus win. My gaming history shows all the game tickets from my deposit, from the initial amount up to the moment I won this large ticket.

w witam wysłałam do Pana wszystkie informacje o ktorePan prosił. Chcę tylko dodać że ja majac aktywny bonus podczas grania w kasynie posiadałam swoj depozyt I to nim grałam w gry i to właśnie grając realnymi środkami wygrałam kupon z wygraną więc ani grosza z salda bonusowego nie naruszyłam a oni mi zabrali pieniądze twierdząc że to wygrana bonusowa.w historii gier mam wszystkie kupony z gier od mojego depozytu od początkowej kwoty do momentu wygranej tego dużego kuponu.

Thanks for your patience

Could you please provide screenshots from your player's account showing when you deposited, when your bonus was credited, and when it was canceled?

Could you please specify which bonus was activated? Did you activate the bonus while your betslip was not yet finalized?

Looking forward to your detailed explanation.

I apologize for the inconvenience.

Hello Katrin2306,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru